Need help using TeachingEnglish? Many common issues – such as problems logging in, accessing courses, joining webinars or downloading certificates – can be resolved quickly using the guidance on this page.
If you can’t find the answer you need, please complete the contact form at the bottom of the page. Please include as much detail as possible, such as:
a description of the problem
the page or course where it occurred
any error messages you saw
the device and browser you’re using
screenshots, if available.
Providing this information will help us investigate your issue and respond more quickly.
I can’t log in
Having problems logging in? Try this first.
Please try the following:
Try using a different browser to log in, or using an incognito/private browser window, to see if your password works.
If you are still unable to log in, please try resetting your password. Please go to Reset your password. If this is the email address you registered with, an email will be sent immediately to you (look in your junk/spam folders for an email from noreply@britishcouncil.org). Use the link in the email to set your password with minimum 8 characters following the specifications on the page.
You will see a message saying your password has been updated successfully, and you can enter immediately.
If you still don’t have the email with the link after 20 minutes, please use the form below to let us know, and we will investigate further.
Please also let us know the following.
When was the last time you logged in to your account on this site?
Is there a different email address you used to create the account?
If you saw an ‘error’ message, please take a picture/screenshot and add it below when you fill in the form.
I have a problem with a training course
If you are having problems with a training course, try this.
Please note that you can’t start the course until the start date, even if you are enrolled.
If you are already enrolled in a course and it has started, please log in to TeachingEnglish. In the main menu, go to ‘My portfolio’ > ‘My courses’ and select ‘Your learning’ to access your course.
If your course units won’t open, please check your browser’s pop-up settings. If your browser is set to block pop-ups, you need to enable pop-ups in your browser’s settings so that the course unit will open in a new browser tab.
You might get an error message if you’ve been inactive for more than 45 minutes. If so, please just log out and log back in again.
If you are having problems with a webinar, try this.
Please try the following.
If you’re looking for the webinar details, you can find all the details in Webinars.
If you would like to register for a webinar, please read the ‘How to watch the webinar’ section of the webinar page that you plan to attend for more information.
If you miss a live webinar, the recording will be added to the webinar page a few days after the event.
Certificates are available for people who attend the live webinar. Please see the ‘Certificates’ section of the page of the event that you plan to attend for more information or the ‘Thank you for attending’ email that you will receive from Zoom within 24 hours of the end of the webinar event.
I have a problem with a certificate
If you are having problems with a certificate, try this.
Please try the following.
If you’re looking for a webinar certificate after attending a live webinar in Zoom, you will find the link in the ‘Thank you for attending’ email that you will receive within 24 hours of the end of event. Certificates are not available for watching recordings of webinars.
If you’re looking for a course certificate and you’re unable to find it under ‘My awards’, please check if you’ve done all the units and that they are showing as 100% complete. The certificate is only available upon 100% completion of the modules, including downloading the recommended resources.
If your name on the certificate is wrong, please go to your profile: ‘My account’ > ‘Edit’ > ‘Account information’ to edit your name, then request a new certificate via the Help button in the courses platform. Please note that we are only able to generate certificates with names in Roman script.
Feeling unsafe?
Report a safeguarding concern.
At the British Council we are committed to ensuring all adults and children who come into contact with us or our services are safeguarded from harm and abuse. If you have concerns regarding anyone at risk of harm or abuse, please use the form on the link below to share your concerns with us.
If the advice on this page has not helped you, please use the form below to share more information about your problem. We will reply within one working day.
